Kaizen – Empower grass root An internal grass root level participatory and client responsive process for operational excellence  

Oleh:

Singh, Chandeep ; Jagannathan, Sanjay

Jenis: Article from Proceeding
Dalam koleksi: ANQ Congress 19-22 October 2010 New Delhi, page 1-9.
Topik: Business Process Outsourcing Service Providers; Firstsource; improving organizational performance; Kaizen program; recognition and reward; process specific improvement ideas; cross functional team
Fulltext: Chandeep_SIngh_Kaizen_Empower_grass_root.pdf (161.91KB)

Isi artikel

BPO service providers have effectively used lean techniques to improve the organization’s performance on the operating metrics that make a competitive difference. This involves drawing employees into the hunt to eliminate activities that are not needed and other forms of organizational waste. The next level of lean journey is less about tools and frameworks and more about the energy and engagement of employees from the floor, tapping into their ideas, directing their focus on constant problem solving and keeping them open to change and flexibility. Kaizen program at Firstsource is run by people on the floor. The objective of this program is to develop and sustain continuous improvement by generating process specific improvement ideas from the floor. Everyone is encouraged to come up with improvement ideas on a regular basis. There is a cross functional team which helps the idea owner in evaluation and implementation of the idea. A robust reward and recognition system is built in to provide motivation at grass root level to help make this approach a success. The results achieved so far are very promising with significant results achieved and impact felt in corporate outcomes. Over 9400 Ideas received and over 1500 Ideas implemented in the last one year of the rollout across all the verticals and delivered a customer business impact of 1.57 M $. Plans are underway to scale up the approach and ensure its sustainability.

Opini Anda

Klik untuk menuliskan opini Anda tentang koleksi ini!

Kembali